ANALISIS TINGKAT KEPUASAN PASIEN TERHADAP MUTU PELAYANAN RUMAH SAKIT BERDASARKAN METODE SERVICE QUALITY (SERVQUAL)
Measuring the level of patient satisfaction at the hospital is done to measure the performance of the services provided. In measuring the level of satisfaction in the March 2020 period at the GrandMed hospital, it involved 98 inpatients as a sample of a population of 129 patients. The data collectio...
| Main Authors: | , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
Fakultas Keperawatan dan Fisioterapi Institut Kesehatan Medistra Lubuk Pakam
2020-10-01
|
| Series: | Jurnal Keperawatan dan Fisioterapi |
| Subjects: | |
| Online Access: | https://ejournal.medistra.ac.id/index.php/JKF/article/view/522 |
| _version_ | 1797291666863816704 |
|---|---|
| author | Beny Irawan Erwin Daniel Sitanggang |
| author_facet | Beny Irawan Erwin Daniel Sitanggang |
| author_sort | Beny Irawan |
| collection | DOAJ |
| description | Measuring the level of patient satisfaction at the hospital is done to measure the performance of the services provided. In measuring the level of satisfaction in the March 2020 period at the GrandMed hospital, it involved 98 inpatients as a sample of a population of 129 patients. The data collection techniques used were non-probability sampling with purposive random sampling and purposive random sampling. By using the servqual method, as a whole, it is by the expectation with a satisfaction level gap score of 0.10 with a patient satisfaction level of 53.06%. In the dimension of the gap score is 0.22 for the Assurance variable, 0.16 for the Physical Evidence variable, 0.12 for the Empathy variable, 0.08 for the Reliability variable, and -0.08 for the Responsiveness variable. To improve service quality, it is necessary to improve the performance of the attributes of the statement, especially those in the reliability dimension. |
| first_indexed | 2024-03-07T19:39:40Z |
| format | Article |
| id | doaj.art-d9d9bddca33349fdba3c678e2e494a5a |
| institution | Directory Open Access Journal |
| issn | 2655-0830 |
| language | English |
| last_indexed | 2024-03-07T19:39:40Z |
| publishDate | 2020-10-01 |
| publisher | Fakultas Keperawatan dan Fisioterapi Institut Kesehatan Medistra Lubuk Pakam |
| record_format | Article |
| series | Jurnal Keperawatan dan Fisioterapi |
| spelling | doaj.art-d9d9bddca33349fdba3c678e2e494a5a2024-02-29T05:39:36ZengFakultas Keperawatan dan Fisioterapi Institut Kesehatan Medistra Lubuk PakamJurnal Keperawatan dan Fisioterapi2655-08302020-10-0131586410.35451/jkf.v3i1.522225ANALISIS TINGKAT KEPUASAN PASIEN TERHADAP MUTU PELAYANAN RUMAH SAKIT BERDASARKAN METODE SERVICE QUALITY (SERVQUAL)Beny Irawan0https://orcid.org/0000-0003-0608-5562Erwin Daniel Sitanggang1Institut Kesehatan Medistra Lubuk PakamAMIK Medan Business PolytechnicMeasuring the level of patient satisfaction at the hospital is done to measure the performance of the services provided. In measuring the level of satisfaction in the March 2020 period at the GrandMed hospital, it involved 98 inpatients as a sample of a population of 129 patients. The data collection techniques used were non-probability sampling with purposive random sampling and purposive random sampling. By using the servqual method, as a whole, it is by the expectation with a satisfaction level gap score of 0.10 with a patient satisfaction level of 53.06%. In the dimension of the gap score is 0.22 for the Assurance variable, 0.16 for the Physical Evidence variable, 0.12 for the Empathy variable, 0.08 for the Reliability variable, and -0.08 for the Responsiveness variable. To improve service quality, it is necessary to improve the performance of the attributes of the statement, especially those in the reliability dimension.https://ejournal.medistra.ac.id/index.php/JKF/article/view/522servicelevel of satisfactionservqualhospitalpatient |
| spellingShingle | Beny Irawan Erwin Daniel Sitanggang ANALISIS TINGKAT KEPUASAN PASIEN TERHADAP MUTU PELAYANAN RUMAH SAKIT BERDASARKAN METODE SERVICE QUALITY (SERVQUAL) Jurnal Keperawatan dan Fisioterapi service level of satisfaction servqual hospital patient |
| title | ANALISIS TINGKAT KEPUASAN PASIEN TERHADAP MUTU PELAYANAN RUMAH SAKIT BERDASARKAN METODE SERVICE QUALITY (SERVQUAL) |
| title_full | ANALISIS TINGKAT KEPUASAN PASIEN TERHADAP MUTU PELAYANAN RUMAH SAKIT BERDASARKAN METODE SERVICE QUALITY (SERVQUAL) |
| title_fullStr | ANALISIS TINGKAT KEPUASAN PASIEN TERHADAP MUTU PELAYANAN RUMAH SAKIT BERDASARKAN METODE SERVICE QUALITY (SERVQUAL) |
| title_full_unstemmed | ANALISIS TINGKAT KEPUASAN PASIEN TERHADAP MUTU PELAYANAN RUMAH SAKIT BERDASARKAN METODE SERVICE QUALITY (SERVQUAL) |
| title_short | ANALISIS TINGKAT KEPUASAN PASIEN TERHADAP MUTU PELAYANAN RUMAH SAKIT BERDASARKAN METODE SERVICE QUALITY (SERVQUAL) |
| title_sort | analisis tingkat kepuasan pasien terhadap mutu pelayanan rumah sakit berdasarkan metode service quality servqual |
| topic | service level of satisfaction servqual hospital patient |
| url | https://ejournal.medistra.ac.id/index.php/JKF/article/view/522 |
| work_keys_str_mv | AT benyirawan analisistingkatkepuasanpasienterhadapmutupelayananrumahsakitberdasarkanmetodeservicequalityservqual AT erwindanielsitanggang analisistingkatkepuasanpasienterhadapmutupelayananrumahsakitberdasarkanmetodeservicequalityservqual |